年沟通谈判策略和说服技巧

沟通谈判策略与说服技巧

NegotiationStrategies

andPersuasionSkills

1一.沟通的理念与功能1.沟通的定义“Humancommunicationistheprocessthroughwhichindividualsin

relationships,groups,organizationsandsocietiescreate,transmitanduseinformationtoorganizewiththeenvironmentandoneanother.”2.完整的沟通＝口头＋书面/视听/网络＋非语言3.沟通的功能：建立共识，为谈判与说服做好准备2Negotiation.－用不同的变量加以组合签署阶段(Agreeing)掌握好原则，在细节上要有弹性－总结式，威胁式，选择式，让步式，休会式Wewanttothinkinadvanceaboutwhattolistenfor—andwhattosay.Patience(耐心).运用创意整合双方的利益，制造各种配套respectful>forcefulPatience(耐心).win-win>zero-sum二.谈判的理念与功能

1.谈判的定义Itisaprocessofbargaining,whichentailstwoormoreinterdependentpartieswhoperceiveincompatiblegoalsandengageinthesocialinteractiontoreachamutuallysatisfactoryoutcome.2.谈判的目标－利益(interest)与立场(position)3.零和游戏(zero-sumgame)与双赢(win-win)4.谈判者与调停者的建构5.谈判修辞(negotiationrhetoric)6.谈判技巧(negotiationskills—strategyandtactic)

3三.谈判的过程－八阶分析法的谈判架构与策略1.准备阶段(Preparing)Agoodresultofanegotiationcanbeseenasinvolvingsevenelements.Thebetterwehandleeachelement,thebettertheoutcomewillbe:1)利益(Interests)

Whateverourdemandor“position”maybe,weandothersinvolvedinthenegotiationwouldlikeanoutcomethatmeetsourunderlyinginterests—thethingsweneedorcareabout.4

2)可能达成的协议

(Options)

Byoptionswemeanpossibleagreementsorpiecesofapossibleagreement.Themoreoptionsweareabletoputonthetable,themorelikelywearetohaveonethatwillwellreconcileourinterests.

3)

最佳退路(Alternative)

Anotherchoice.Beforewesignadeal—orturnonedown—weshouldhaveagoodideaofwhatelsewemightdo.5

4)公平合理性(Legitimacy)Wedonotwanttobeunfairlytreated,nordoothers.Itwillhelptofindexternalstandardsthatwecanuseasaswordtopersuadeothersthattheyarebeingtreatedfairlyandasashieldtoprotectusfrombeingrippedoff.5)沟通(Communication)

Otherthingsbeingequal,anoutcomeisbetterifitisreachedefficiently.Thatrequiresgoodtwo-waycommunicationaseachsideseekstoinfluencetheother.Wewanttothinkinadvanceaboutwhattolistenfor—andwhattosay.67)承诺(Commitment)Preparationcanhelpusthinkaboutthehumaninteraction—aboutthepeopleatthetable.Limits(画地自限).刚开始的让步要小，条件要多Apathy(沉着).Byoptionswemeanpossibleagreementsorpiecesofapossibleagreement.辩论阶段(Arguing)掌握好原则，在细节上要有弹性Otherthingsbeingequal,anoutcomeisbetterifitisreachedefficiently.掌握好原则，在细节上要有弹性Limits(画地自限).沟通的功能：建立共识，为谈判与说服做好准备Faking(佯装).情素(Pathos):“anelementinexperienceorinartisticrepresentationevokingpityorcompassion;anemotionofsympatheticpity”随时寻找新的变量Otherthingsbeingequal,anoutcomeisbetterifitisreachedefficiently.蔡宗扬译﹒谈判技巧手册。Chayes,Abram&AntoniaH.威胁，承诺，既威胁又承诺谈判的目标－利益(interest)与立场(position)说服技巧在沟通与谈判上的运用Wedonotwanttobeunfairlytreated,nordoothers.掌握好原则，在细节上要有弹性信素(Ethos):“thedistinguishingcharacter,sentiment,moralnature,orguidingbeliefsofaperson,group,orinstitution”Wewanttothinkinadvanceaboutwhattolistenfor—andwhattosay.Thebetterwehandleeachelement,thebettertheoutcomewillbe:谈判修辞(negotiationrhetoric)CommunicationandNegotiation.6)关系(Relationship) Preparationcanhelpusthinkaboutthehumaninteraction—aboutthepeopleatthetable.Weshouldhavesomeideaabouthowtobuildarelationshipthatfacilitates,ratherthanhinders,agreement.7)承诺(Commitment) Thosecommitmentsarelikelytobebetterifwehavethoughtinadvanceaboutspecificpromisesthatwerealisticallycanexpect,ormake,duringorattheconclusionofanegotiation.7

2.辩论阶段(Arguing)－理智而建设性＞情绪而破坏性 威胁，承诺，既威胁又承诺 利益摆中间，立场摆两旁3.暗示阶段(Signaling)－用暗示跳开辩论多听少说接收与修正双方的暗示4.提议阶段(Proposing)－用比较肯定的语气和用字提议 掌握好原则，在细节上要有弹性 刚开始的让步要小，条件要多

85.配套阶段(Packaging)－用不同的变量加以组合 运用创意整合双方的利益，制造各种配套 随时寻找新的变量 在主议题上追求双赢，在次议题可以零和6.

议价阶段(Bargaining)－肯定的提议 所有议题一起谈 每一个交换都要有代价，每一个让步都要有条件7.结束阶段(Closing)－总结式，威胁式，选择式，让步式，休会式8.签署阶段(Agreeing)－各种协议文件形式

9四.谈判实务之技巧

1.Patience(耐心). 2.Slowagony(慢性痛苦). 3.Apathy(沉着). 4.Empathy/sympathy(同理心/同情心). 5.Suddenshifts(突然转移).

6.Faking(佯装). 7.Walking(离开现场). 8.Faitaccompli(既成事实). 9.Salami(蚕食法). 10.Limits(画地自限). 11.Deadlines(截止时间). 12.

Antagonism(敌对法).

10五.说服技巧1.说服的心智源头(TheMentalSourceofPersuasion)

A.信素(Ethos):“thedistinguishingcharacter,sentiment,moralnature,orguidingbeliefsofaperson,group,orinstitution”B.情素(Pathos):“anelementinexperienceorinartisticrepresentationevokingpityorcompassion;anemotionofsympatheticpity”C.理素(Logos):“reasonthatisthecontrollingprincipleintheuniverse”--Aristotle2.当代说服的定义(AContemporaryDefinitionofPersuasion)“Persuasionisanactivityorprocessinwhichacommunicatorattemptstoinduceachangeinthebelief,attitude,orbehaviorofanotherperson